Customer Service Trends & Insights

Case Study

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The gaming industry has reached an inflection point. With global gaming revenue projected to exceed $200 billion and player expectations at an all-time high, traditional

GeneralOperational EfficiencyThe Future of Customer Service

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The following post explores how Helpshift’s product management team has redefined traditional web chat to address our customers’ largest pain points. There are plenty of

GeneralMobile SupportThe Future of Customer Service

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On Friday, Netflix announced a new record for consumer spend on mobile: the streaming service raked in $86.6 million across iOS and Android, a figure

The Future of Customer ServiceMobile SupportOperational Efficiency

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The Helpshift platform has been designed with “asynchronous” in mind from day one. Helpshift has been a pioneer in mobile messaging, and now we have

GeneralArtificial IntelligenceOperational EfficiencyThe Future of Customer Service

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Providing fast and frictionless support for customer issues is essential for ensuring service excellence. Thus, it is critical to assign issues to appropriate agents and

The Future of Customer ServiceMobile SupportOperational EfficiencySelf-Service

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Much of our daily communication is asynchronous: we send an email in the morning and receive a reply at noon; we respond to a group

GeneralArtificial IntelligenceThe Future of Customer Service

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If you ask your agents what the best part of their job is, they most likely won’t say that it’s manually sorting through and classifying

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